Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sheehy Toyota of Laurel sold me a lemon on 6/2/25 that started to have serious transmission, gearbox issues as well as several other mechanical issues and a leaking undercarriage in less than 3 weeks of regular use. In addition to that they also left a rusted razor blade under the driver's seat which cut me and could have hurt my infant daughter. Unfortunately that is not where my problems ended with this dealership. I dropped it off on a Friday after the service center had closed as instructed by both the salesperson and service department to try and get some of these issues resolved under the 30 day warranty. My keys were then lost for two days and not found until after I hounded the salesman about it Monday and finally received a call back from the service department Despite reassuring me they would expedite work and give me an update as soon as possible I have not received one even though I tried to contact both my service advisor and the department as a whole multiple times Tuesday. They have effectively stolen my car the last 4 days with no resolution in sight.

  Customer Answer

  Date: 06/30/2025

  I also never received a copy of the warranty or the "160 point inspection" the dealership says they provide for all used cars. I was told everything worked despite over 8 checks on the inspection not working.

  Business Response

  Date: 07/10/2025

   Mr. **** has since picked up his vehicle. The service advisor apologized for the miscommunication that occurred between the sales and service team during the drop off and informed Mr. **** the rest of the repairs would be completed once the necessary parts that were ordered arrived. Parts have arrived and advisor has called Mr. **** a few times attempting to schedule his return to resolve the issue. 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23514618
  
  I am rejecting this response because:
  After the dealership had my car for a week (with the keys lost for half the time and no responses pretty much the entire week) *********** advisor told me that they would fix this issue with the gearbox/shifter where the car will slide in or out of gear including WHILE DRIVING with great reluctance on the dealerships part when parts arrived and I was sore out of luck for all the electrical/wiring issues inside the car as well as the transmission issues. 

  Furthermore after many additional attempts to contact them about other issues (160 point inspection the car should have gone through that did not show or disclose numerous issues I have since realized after buying the vehicle and had brought to their attention in n the 30 day warranty period as well as an actual copy of the warranty) I never received a response despite attempts to contact through calling corporate, email, calling the dealership and even the locations ******** all multiple times. 

  As for their supposed attempts to reach me I have received no voicemails from them, emails or texts through the service portal I was sent for my car.

  They don't like to seem putting things in writing or giving documentation and paperwork.

  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new vehicle from this location on April 19, 2025. On May 4, 2025 (2 weeks later), the car was having mechanical issues (knocking sound) and I had it towed to a local Toyota dealership service department. I was told that there was contaminated fuel causing the issue with the vehicle. I've only filled up the car twice, since the purchase and both gas stations told me that there have been no reports of fuel contamination at their stations. Thus, there may have been contamination of fuel that occurred before I purchased the vehicle and/or there is something wrong with the fuel line in the vehicle.

  Business Response

  Date: 05/06/2025

  
  Thank you for the opportunity to respond to this matter.
  
  
  The customer purchased a new vehicle from our dealership on April 19, 2025, and reported an issue on May 4, 2025, which was attributed to contaminated fuel. In the customers own statement, they confirm that they filled the vehicle with gas twice after taking delivery.
  
  
  Given this information, any fuel contamination would have occurred after the vehicle left our dealership. Since we do not control the quality of fuel at third-party gas stations, we cannot be held responsible for damage caused by fuel obtained elsewhere.
  
  
  We recommend the customer contact their auto insurance provider to determine if coverage is available for fuel-related contamination and resulting repairs

  Customer Answer

  Date: 05/07/2025

  
  Complaint: 23290019
  
  I am rejecting this response because: I've contacted both gas stations and have been told that there have been no complaints about contaminated gas from other customers. The car was filled with gas prior to my purchase. It is more likely that there are defective components within the vehicle. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/07/2025

  We have no change in our  response

  Customer Answer

  Date: 05/08/2025

  
  Complaint: 23290019
  
  I am rejecting this response because: This is a pre-existing problem with the vehicle, not with contaminated fuel. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/21/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/9/25 I purchased a preowned Toyota from Sheehy Toyota. When I got home I looked over my bill of sale. I questioned a $995 fee for ************** With in 24 hours I returned to the dealership to question this fee. I was told it was for *********. I explained I remember the pitch by my salesperson, however, I chose not to purchase it. I am 80 yrs old and ********** therefore I saw no use for this product nor to add more cost to probably the last car I will ever own.The ****************** explained I had signed for this during the signature phase.There were two errors made here: The first being my salesperson placing their order without my ok. And secondly me not catching it during signing.

  Business Response

  Date: 02/21/2025

  We apologize for any misunderstanding regarding the ResistAll package. We will be happy to cancel it and process a refund to the lienholder. If you have any questions or need further assistance, please let us know.
  Best regards,
  ***** *******
  Sheehy Toyota of Laurel

  Customer Answer

  Date: 02/26/2025

  Bbb

  Thank you for your service in this matter. Yes, I have spoken to Sheehy General Manager whom has apologized for the misunderstanding and informed me Sheehy has taken steps to repay me for the money I am out.

  Your service during this extremely frustrating situation has been handled with the utmost integrity and  in an impressive, timely matter.

  Appreciatively,
  ******* Hardy 

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  

  Bbb

  Thank you for your service in this matter. Yes, I have spoken to Sheehy General Manager whom has apologized for the misunderstanding and informed me Sheehy has taken steps to repay me for the money I am out.

  Your service during this extremely frustrating situation has been handled with the utmost integrity and  in an impressive, timely matter.

  Appreciatively,
  ******* Hardy 

• Initial Complaint

  Date:02/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/2025, Sheehy Toyota of Laurel provided a quote (via CarGurus) to purchase my 2020 Kia **** at a cost of $10,825. As this was the highest offer, I scheduled an appointment for 2/1/2025 at 11am for the detailed vehicle inspection and to complete the sale. Before the inspection was even complete, the salesman told us that there is no possible way that the dealership would pay $10,825 and that that quote was just to "get you in the door." The dealership did not note any issues with the car and did not dispute any of the information that we provided previously to ********. Sheehy Toyota of Laurel had no intention of purchasing the car at the documented offer price and wasted 3+ hours of our time. Their final offer was $9,150.

  Business Response

  Date: 02/25/2025

  Mr. ****,
  I wanted to take a moment to address your concerns regarding your recent appraisal experience at Sheehy Toyota of Laurel, as outlined in your BBB complaint. I have also made multiple attempts to reach out to you personally to discuss this matter and find a resolution, but I have not been able to connect with you.
  I want to clarify that Sheehy Toyota of Laurel does not engage in misleading or deceptive practices. The initial appraisal you received from CarGurus was generated by their system based on the details you entered. Since ******** is a third-party platform, their valuations are estimates and are not guaranteed offers. Like any online appraisal, an in-person inspection is necessary to verify the vehicles condition and ensure that all details align with the final offer.
  When you brought your 2020 Kia **** in on 2/1/2025, our team conducted a full inspection, as is standard practice. During this process, we identified a scratch on the front bumper that was not disclosed in the online evaluation. Additionally, the vehicle has a manual transmission, which did not appear to have been factored into the original CarGurus estimate. Due to these factors, our in-person appraisal was adjusted to $9,150 to accurately reflect the vehicle's true market value.
  Furthermore, we took the additional step of reviewing your vehicles appraisal history through another third-party service, CarMaxs Max ***** system, and found that our offer was actually higher than what you received from them. During your visit, you also mentioned to our team member, ******* ***, that you were hoping to get more than what ******** had quoted, indicating an understanding that the initial estimate was not a guaranteed final offer.
  One of our managers attempted to explain the valuation process and the adjustments made to the offer, but you left before we could fully go over the details. We completely understand that this situation was frustrating for you, but we want to assure you that our appraisal process is conducted fairly, and our offers are based on real-time market conditions and the vehicles actual condition.
  Again, I have made several attempts to reach out to you directly to discuss this matter, as we would be happy to go over any concerns you have and answer any questions. If you would like to discuss this further, please feel free to reach out at your convenience.
  
  ***** *******
  

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22887285
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 02/26/2025

  My feedback on the response from the business owner does not appear to have been received by the BBB.

  Here are my comments:

  1) Mr. ******* has not made attempts to contact me. I checked my emails and voicemails again today and there was nothing.

  2) Mr. ******* did not address the phone call that I made to the Sheehy dealership prior to my travel to the location. When I spoke with the representative on the phone, they advised that the offer would be honored if the facts given to CarGurus were accurate. Upon our arrival to the site, the Mr. *** told me and my wife that we need to reduce our expectations as the $10,825 offer was "just to get us in the door" and that Sheehy never meets that offer that they made online.

  3) Mr. ******* and his team never disclosed any damage found when they presented the new offer. Mr. ******* and his team never explained why the updated offer was significantly lower than the one that the dealership made online. Mr. ******* notes a scratch on the bumper (I am not aware of a scratch). The CarGuru report indicated Good (not Excellent) condition as the car is almost 5 years old.

  4) Mr. ******* is not telling the truth about the CarMax offer. The salesman, Mr. **** asked us for a copy of our CarMax offer, which was $9,000. The dealership then added $150 to the ****** offer. This is the reason that they lowered their offer even though they will not admit it. They knowingly made an offer that they knew they would not pay ($10,825) with the plans to lower their offer when we arrived in hopes that we would purchase a new/used car from their dealership.

  5) Again, Mr. ******* never reach out to me or my wife.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off to Sheehy Toyota of Laurel at 7:30 AM on 12/4/24 to get an oil change, tire rotation, and to get the tire pressure sensor replaced since there was a light on in my car. When i went to pick up the car at around 5 PM that night i paid close to $500 for the services. Once i returned to my car and started it up the light sensor was still on. My husband went back inside to find out why this was and after waiting for a long time without being helped he was finally seen by the customer relations manager who informed him that the sensor was never replaced even though we were charged. My husband asked for a refund as they had lost our trust at this point. The customer relations manager said he would tell the finance department to issue a refund and to follow up if we did not receive it by Monday 12/9/24. After multiple emails and a call with the general manager we have still not received a refund for the lack of services. When my husband asked for a receipt of their conversation he only wrote his name down with the word refund in highlighter on the invoice. I would like a refund since the issue of my tire was not even addressed even though i was charged for it and i would like them held accountable to ensure this does not happen to anyone else. This is careless and charging without a performing the service is stealing. Additionally i should not be inconvenienced even further when this is their error. The money should have been returned immediately to my card.

  Business Response

  Date: 12/10/2024

  Thank you for bringing your concerns to our attention. At Sheehy Toyota of Laurel, we strive to provide excellent service and ensure customer satisfaction. We regret that your recent experience did not meet your expectations.
  Upon reviewing your case, we have processed a refund of $500 for the service that was not completed as intended. This refund has been issued, and you should see it reflected on your account shortly. We sincerely apologize for any inconvenience caused by the delay in addressing this matter.
  Additionally, I would like to clarify that I do not recall personally speaking with you regarding this issue. However, I did make an effort to contact you via the phone number provided and left a voicemail to follow up. Please feel free to reach out directly at your earliest convenience if you would like to discuss this further.
  We take this matter very seriously and are reviewing the situation internally to ensure such incidents are avoided in the future. Your feedback is invaluable in helping us improve our processes and maintain the trust of our customers.
  We would also like an opportunity to regain your trust and will be reaching out with an offer to do so. It is our goal to not only address this issue but to ensure your confidence in our team moving forward.
  Should you have any additional questions or concerns, please do not hesitate to contact me directly at ************.
  Sincerely,
  ***** *******
  General Manager
  Sheehy Toyota of Laurel

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, the eighth of November, 2024, I went to Sheehy Toyota Laurel car dealership to purchase a 2025 hybrid Corolla LE, and I was asked to put a 5000 down payment for the vehicle, and I did so, but the next day I learned that the vehicle wasn't suitable for my son, meaning my son wasn't happy with the size of the car, plus I have a lot of financial responsibility having two kids in the household, including mortgage and car payment. Initially, I was confident about my ability to take care of the payment responsibility, but when I shared this with my husband, who is currently living in *****, *******, he strongly disagreed about the purchase because he is dealing with some health issues and not working as he used to. Because of these reasons, I returned the vehicle the next day, which was on Saturday, the ninth of November, and put around 30 miles on the car. I have asked them to cancel the agreement and requested to return the car but they refused and offered to take the car as if they were purchasing it from me, which is confusing. they charged me a $415 for the cancellation fee and the vehicle is in their possession, but they have not returned my initial down payment of $5000. i am okay with paying $415 fee but i really need my $5000 immediately, i think they are not following their return policy right because i only had this car not for more that 24 hours. I got a lots of financial responsibility and bills to pay and I just want my money back. Thank you for your help. best regards.

  Business Response

  Date: 11/12/2024

  Dear BBB,
  
  Thank you for reaching out regarding ******************* recent experience at Sheehy Toyota Laurel. We appreciate the opportunity to clarify the events and our policies to ensure transparency and understanding.
  
  On November 8, 2024, Ms. ******* purchased a 2025 Toyota Corolla LE Hybrid from our dealership, making a $5,000 down payment. Although this down payment amount was her choice, we understand that circumstances can change, and we regret any stress this may have caused.
  
  By the time Ms. ******* returned to the dealership, the vehicles sale had already been reported to the manufacturer, and the contract was fully processed and funded. Given this, we were unable to cancel the purchase as requested.
  
  To accommodate her situation, we offered to buy back the vehicle, effectively allowing her to sell it back to us. This process involved a new purchase agreement, which Ms. ******* reviewed and agreed to, including all terms. The $5,000 down payment was factored into this buy-back offer, and an additional $415 was applied to cover the negative equity after the final valuation of the carnot as a processing fee. Ms. ******* will also receive an additional refund of approximately $325 for registration and tag fees.
  
  Thank you for your time and understanding. Please let us know if further clarification is needed.
  
  Sincerely,
  ***** *******
  Sheehy Toyota Laurel
  

  Customer Answer

  Date: 11/13/2024

  Dear BBB,
  
  Thank you for assisting me in addressing my recent experience at Sheehy Toyota Laurel.
  
  I want to emphasize that I did not have the full information at the time of the transaction. I believed that the dealership would cancel the purchase as I had requested, but instead, they rushed me through a process that ultimately took my entire $5,000 down payment. I feel that I was taken advantage of, as they knew I did not fully understand English, yet they did not provide a translator to ensure I fully comprehended the terms. This left me feeling misled and as though my money was taken unfairly.
  
  This experience has caused me significant distress, and I am seeking a fair resolution. If these concerns are not addressed, I will consider taking legal action against the company to resolve this matter.
  
  Thank you again for your attention to this issue.
  
  Sincerely,
  ****** *******

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22543028
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******..

   

   

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used Toyota 4runner, which we subsequently discovered will need $3,000 in repairs. The sales manager refused any adjustment on the sale price or partial compensation for the repairs. We needed the vehicle immediately and could not begin searching for another one again; so we decided to keep the vehicle and have it repaired elsewhere. However, the service department claimed that the problem was normal, yet provided an estimate of what it would take to fix the problem. Details: Three days after purchasing the vehicle, I saw evidence of oil leaking under the engine and of previous oil leaks that had been cleaned up. An independent Japanese auto mechanic said the front of the engine was leaking oil at the timing cover (photos available). I presented the problem to the dealership. At first, their mechanic said there was no leak. The service **** then agreed that the engine was seeping oil but added that leaky engines on Toyotas with 200k miles are normal. That is not normal.The service **** did not properly diagnose the problem. They ran the engine at idle for a few minutes and said there was no leak. The proper way of testing for an oil leak is to drive the car at an engine speed of at least ***** rpm for a sustained period so oil pressure can rise. At idle, oil pressure is low and an oil leak may not show.I asked the sales manager if he could add the timing cover to the 1,000-mile warrantly for used vehicles. He did not answer. I asked him if they would be willing to reimburse us for a portion of the repair costs. He did not answer. He only offered to take the vehicle back and issue a refund. I told him we needed the vehicle, we liked it, and we did not want to start our search all over again. He refused to budge.Finally, repairs/service that were done before we purchased the vehicle were not done properly; this included overfilling the engine with oil, which can cause oil leaks and engine damage.Supporting documents available on request.

  Business Response

  Date: 11/20/2024

  As stated, we offered to refund the full amount of your purchase and take the 4Runner back. We had a Master Certified Toyota Mechanic/Maryland State Inspector check your 4Runner for active oil leaks and we were unable to confirm your claim. We determined your 4Runner met all Maryland State Inspection and Sheehy Value standards.    

  Customer Answer

  Date: 11/20/2024

  Attached is the letter I sent to Sheehy Toyota of Laurel at the same time that I made my complaint to you. Your form would not allow me to put all the details that are in this letter. As you can see, the letter addresses all the points made by Sheehy in their response to you. I have not received any response to my letter from Sheehy, and I do not expect one. You may accept their response, but it does not change the facts. Their master technician misdiagnosed the car, overfilled the engine with oil, and did not look for a problem correctly.  The car has an engine leak, as acknowledged by Sheehy. I told them I wanted to keep the car and could not start my search for another vehicle all over again, but they made no effort to compromise. Had I returned the vehicle, they would have cleaned the leak from the bottom of the engine and put this defective vehicle up for sale again, to some unsuspecting customer.
  

  Customer Answer

  Date: 11/20/2024

  
  Complaint: 22525311
  
  I am rejecting this response because:  Attached is the letter I sent to Sheehy Toyota of Laurel at the same time that I made my complaint to you. Your form would not allow me to put all the details that are in this letter. As you can see, the letter addresses all the points made by Sheehy in their response to you. I have not received any response to my letter from Sheehy, and I do not expect one. You may accept their response, but it does not change the facts. Their master technician misdiagnosed the car, overfilled the engine with oil, and did not look for a problem correctly.  The car has an engine leak, as acknowledged by Sheehy. I told them I wanted to keep the car and could not start my search for another vehicle all over again, but they made no effort to compromise. Had I returned the vehicle, they would have cleaned the leak from the bottom of the engine and put this defective vehicle up for sale again, to some unsuspecting customer.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/07/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car on September 1 along with a trade in. Sheehy has failed to do anything with the loan paperwork and has not paid off the trade in. I now have a delinquent payment for my old auto loan and nothing in hand to get the plates I need. I have contacted the business several time leaving messages and speaking to managers with no resolution.

  Business Response

  Date: 10/21/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience youve experienced and appreciate the opportunity to address the situation.
  
  You purchased your vehicle from us on September 1. Please note that the deal was not officially funded by the **** until Friday, October 4. Once the deal was funded, the payoff for your trade-in was processed immediately. We understand the frustration this delay may have caused and are committed to ensuring that this issue is fully resolved.
  
  If you have any further concerns or need assistance with your plates, please dont hesitate to reach out directly. Were here to help.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Toyota Venza in April from Sheehy Toyota. I was not informed of the chip shortage which is resulting in the issuing of only 1 key fob at purchase until all of the paperwork was signed, and they were handing me the key. I was then told about the shortage, but that Toyota would be contacting me in a couple of weeks to schedule an appointment to get the second key fob. It's now been over 3 months, and there is no timeline for receiving a second key fob. In fact, I'm told that there is a national backorder of the Venza fob, and the availability timeline is unknown. So, if anything happens to the issued key fob (lost, stolen, broken), there is currently absolutely no way to obtain a replacement fob, and the car would be worthless.
  
  I was provided with incredibly misleading information, and had I known the truth, I would have purchased a different vehicle. I have been told by both Sheehy and the Toyota corporation that I have no recourse in this situation, and that all I can do is wait for an indefinite amount of time to hopefully receive the second key fob.

  Business Response

  Date: 03/12/2025

  Thank you for bringing your concerns to our attention. We understand your frustration regarding the key fob shortage that affected your Toyota Venza purchase. As you may recall, this was a nationwide issue beyond our dealership’s control, and all affected vehicles had a sticker on the driver-side window informing customers that only one key fob was provided at the time of purchase.
  We see that your second key fob was successfully programmed under warranty at another Toyota dealership in August 2024. We're glad this matter was resolved and appreciate your patience while Toyota worked through the supply chain delays.
  If there’s anything else we can assist you with, please don’t hesitate to reach out. Thank you for being a valued Sheehy Toyota of Laurel customer.

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve waited 5 months for sheehy Toyota of laurel to provide the title for the car I bought from them in January. Maine DMV doesn’t have jurisdiction to help, I still don’t have my Title and the maine dmv says I have 30 days for them to provide Power or attorney from the previous title holder. Obviously this is something only the dealership can do and everyone there ignores and doesn’t return my calls , starting to seem like they didn’t have the title or acquired it in some illegal way.

  Business Response

  Date: 08/28/2024

  can you re-open this so that i can respond?  i was never notified about this issue.

  Business Response

  Date: 03/12/2025

  We sincerely apologize for the delayed response to your complaint and for any frustration you’ve experienced regarding your vehicle title.
  After reviewing your case, we confirm that the tag and title work for your vehicle was completed on April 25, 2024. We also note that this complaint was filed on May 24, 2024, after the title work had already been completed. Out-of-state title processing can sometimes take longer than expected due to varying state requirements and processing times, but we assure you that we followed the necessary procedures to facilitate the transfer.
  We regret any difficulty you may have had in reaching us and understand how important this matter is to you. If you have any remaining concerns or need additional documentation, please feel free to reach out, and we will do our best to assist you.
  Thank you for your patience, and again, we apologize for any inconvenience this may have caused.